Faktor-Faktor yang Memengaruhi Pengalaman dan Kepuasan Pelanggan Perkotaan dalam Pembelian Melalui M-commerce

Abstract

This study aims to investigate the factors influencing urban customer experience and satisfaction in mobile commerce (m-commerce). Population of this study are customer of m-commerce Shopee in Jakarta. Data are collected from 188 respondents. PLS SEM in used to analyze the collected data and test the research hypothesis. The result of this study indicate that service quality is strongly linked to customer experience and customer satisfaction. Service quality have a positive effect on customer experience and customer satisfaction, perceived risk have a negative effect on customer satisfaction and customer experience has a posititve effect on customer satisfaction. Practical implication of this study shows that practioner of m-commerce should increase their service quality, reduced the perceived risk of their m-commerce and also increase customer experience in order to make customer satisfied.